1. Our commitment

Health-e Workforce Solutions works with hospitals, health services and health departments to turn workforce data into clear, trusted decisions. The people who use our platform and services are busy, and we want working with us to be simple, responsive and reliable.

2. What you can expect from us

We will:

• be friendly, helpful and knowledgeable about hospital workforce, awards and agreements;
• explain things clearly, in plain language, and be upfront about what we can and cannot do;
• provide support from 8:30am to 5:00pm, Monday to Friday (Victorian time, excluding Victorian public holidays);
• respond to support requests in line with the service levels in your agreement, and acknowledge general email enquiries within two business days;
• direct your enquiry to the right person, so it is resolved the first time wherever possible;
• give you notice of planned maintenance, releases and changes that affect you, wherever we can;
• protect your data, with the Health-e platform hosted in Microsoft Azure in Australia and the security controls described in our Privacy Policy; and
• ask for your feedback, and act on it.

3. How you can help us

So we can give you the service you expect, we ask that you:

• keep your organisation's user access current, including removing access for people who leave or change roles;
• raise support requests through your agreed support channel, with as much detail as you can, such as screenshots, the report or screen involved, and the date range;
• let us know early about changes that affect the data feeding Health-e, such as a new payroll, HR or rostering system, a change to your data extracts, or a new enterprise agreement; and
• treat our people with courtesy and respect, as we will treat yours.

4. Getting in touch

Visit our Support page, email info@healthewfs.com.au, or call (03) 5332 4888.

5. Feedback and complaints

If you feel we are not meeting this commitment, we want to know. Our Complaints Charter explains how to raise a complaint and how we will handle it.

6. Your privacy

Our Privacy Policy explains how we collect, use, store and protect personal information, including the workforce information we handle for our clients. We never sell personal information.